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Home > Technology & Services > Customer Services

Customer Services

We are committed to providing excellent service to customers

Service Charter

CITIC Telecom CPC always strives for service excellence and continuous improvement. Our priority is to provide best-in-class services to support our customers’ business needs and continuous growth.

We are committed to delivering a flawless experience and ensuring satisfaction for our customers, constantly and continuously upgrading our competence and capabilities, and giving our sincere best effort in everything we do.

We passionately adhere to key service metrics which ensure our commitment to high-quality service, and always welcome your valuable comments regarding our performance.

Our Performance Indicators

Call Answering Time

Within 10 seconds

1st Email Response Time

Within 5 minutes

Complaint Acknowledgement

Within 1 hour

Reasons for Outage (RFO)

3 working days

Alert Notification

8 minutes by SMS
8 minutes by Email
Professional Service Support
Extensive Infrastructure

Our global network resources connect 160+ points of presence (POPs), 18 Cloud Service Centers (CSCs), 30+ Data Centers, 50+ SD-WAN gateways, 15,000+ customer sites, and two dedicated 24x7 Security Operations Centers (SOCs).

Network Excellence

We are committed to providing our customers with the convenience of one-stop-shop ICT solutions featuring superb network stability, high redundancy, low latency, 99.99% availability, and real-time monitoring.

Comprehensive Operation and Maintenance

We match our responsive customer support with 24x7 managed operations and maintenance services. Our 300+ industry-certified professionals offer a variety of expert customer services in multiple native languages.

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24x7 Customer Service

Operating 24 hours every day, 7 days every week, with support for multiple languages including 普通话 | 廣東話 | English | Русский | Eestlane | 日本語

24x7 Operation Centers

Network Operation Centers (NOCs), Cloud Operation Centers (COCs) and Security Operation Centers (SOCs) operate round-the-clock, always at your service

Field Service Engineering Teams

Our professional teams work 24x7 to handle data center field operations and provide various technical services around the world

Certified Professionals

Our staff are professionally certified for CCNA, CCNP, CCIE, CSSIP, NSE, FCNSA, FCNSP, VCP, ITIL

Services Management Portal

ManagedCONNECT

It is an advanced online portal with a user-friendly interface for both easy viewing of your subscribed service status and making on-demand management adjustments. It helps your organization optimize time, reduce effort, minimize cost and maximize agility.


Network

Easily view network status and resources utilization

Review and manage remote access users and active sessions

Information Security

Access security news, as well as InfoSec consisting of recent phishing attack information and upcoming event reminders

Analysis of network attacks and incidents via different viewpoints

Cloud Computing

Resources utilization, usage reports, backup repository status all within one portal

Manage your virtual machines and establish threshold alarms for resources pool

Cloud Data Center

Rack rental information, including location, subscribed power and in-rack environmental status reports

Temperature, humidity and power sensors for Smart Rack units

SD-WAN

View network status and utilization for current and historical performance

Traffic summarization report for decision-making, including usage pattern analysis, deducing conclusions and future development

Account Management

Easy access to relevant up-to-date information including contact information and invoice statements

Self-manage change requests and ticket management

Easily view updated status regarding your project implementation process

You can easily access our portals from all major operating systems and browsers.

Start manage your CITIC Telecom CPC’s services on ManagedCONNECT Online Portal now.

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Customer Sharing

Speedy Service Upgrade during Pandemic to Support Fujitsu’s Remote Work

2020-07-03

COVID-19 has become a global pandemic since the beginning of 2020. The affected countries have taken drastic measures to contain infections. The Chinese Government has restricted in…

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24x7 Fully Support Enterprises on Pandemic Control and Business Continuity

2020-06-19

The “Work-from-home” special work arrangement has been widely adopted by the enterprises during the pandemic. The new normal not only effectively controls the outbreak and maintai…

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How do Managed Services Keep Business Running during the Pandemic?

2020-06-05

Since December 2019, the infectious disease Coronavirus (COVID-19) has spread in many countries globally. The World Health Organization has declared the COVID-19 pandemic is a publi…

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Prompt and Professional Customer Service to Maintain Business Continuity

2020-04-07

Facing the escalating COVID-19 pandemic, the Chinese government has taken effective measures in different cities to prevent the virus from spreading in the community.

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Service Hotline

Our support service operates 24 hours a day, 7 days a week.
You may contact our support team via chatbot, e-mail, phone or fax.

Get Support Now
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